Industries / Transportation
Uniden Voice for Transportation
Your dispatcher is on the phone, so the fleet is not moving.
Dispatch is the most leveraged role in a transport business. Every minute a dispatcher spends on a routine phone call is a minute the fleet is not being optimised, and routine calls are most of what they get.
24/7 by definitionGenuine Australian voicesKeep your numberPassenger or freight transport
Every morning peak
Your dispatch deskTue 8:05am
Dispatcher on a booking callThe most leveraged person in the business, tied up.Engaged
New charter booking enquiryWorth thousands, ringing out.10s22s34s47sMissed
Driver reporting a breakdownVehicle and passengers stranded.05s12s20s28sMissed
One booking taken. One charter lost, one breakdown unreported.
The bit nobody counts
Dispatch time is the most valuable time in the business
A dispatcher optimising a fleet creates far more value than a dispatcher taking a booking. Yet routine calls consume most of the role, and the important calls queue behind them.
1Fleet optimisation beats call handling. Every minute on a routine call is a minute not spent making the fleet more efficient, which is where the margin is.
2Breakdowns and incidents cannot queue. A driver reporting a breakdown with passengers on board is the most urgent call you will receive today.
3Charter and contract enquiries are large. One charter or contract enquiry can be worth more than a week of ordinary work, and it rings during the morning peak.
UNIDEN VOICE · DISPATCH TIME LEDGER
Illustrative only. Put your own numbers in.
Inbound calls per week700
Answered by dispatch430
Rang out or abandoned270
Share of those who were
purely routinex 0.60
Routine calls that reached dispatch162
Value of dispatch time per call$22
COST PER WEEK$3,564
COST PER YEAR$185,328
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
The charters lost while dispatch was tied up are on top of this.
The arithmetic is the point, not our example.
The charters lost while dispatch was tied up are on top of this.
Six things every transport operator says out loud
You have said at least four of these this month
These are not phone problems. They are fleet productivity problems that arrive down a phone line.
01
Dispatch is doing reception work
Your most leveraged person spends most of the day on booking confirmations and timetable questions.
The agent handles routine calls so dispatch dispatches.
02
Incidents must never queue
A breakdown, an accident or an incident with passengers on board is the highest priority call in the business.
Incident calls bypass every queue, absolutely.
03
Timetable and fare questions repeat endlessly
What time, how much, where do I get on, do you go to the airport. Constant and fully answerable.
Answered instantly and consistently without a human.
04
Charter enquiries arrive at the worst time
The morning peak is when dispatch is busiest and when a charter enquiry is most likely to ring out.
Charter calls routed to someone who can quote, immediately.
05
Drivers need to reach dispatch instantly
A driver waiting on hold is a vehicle not moving and passengers not being served.
Drivers recognised by number and prioritised automatically.
06
Incidents need an evidence trail
When something goes wrong, who was told what and when becomes a serious question.
Every call recorded, transcribed and logged, onshore.
Watch one of them get handled
8:10am peak. Dispatch stays on the fleet.
This is the call that used to tie up your dispatcher. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your operation.
It sounds like it is from here. Genuine Australian voices, which matters to passengers and drivers alike.
It knows your routes and fares. Timetables, fares, stops, charter capacity and what you can and cannot do.
It prioritises drivers and incidents. Absolutely, above every other call in the system.
It quotes charters properly. Vehicle type, capacity, duration and your rate structure.
Uniden Voice AI Agent Live on line 100:46
AgentGood morning, thanks for calling. How can I help?
CallerI need to organise a coach for a school group. About fifty students, day trip, next month.
AgentWe can do that. Fifty students plus supervisors would be a fifty seven seat coach. Which date, and roughly what pickup and destination?
CallerThe fourteenth, from Ashwood, going to the zoo and back.
AgentThank you. For a day charter of that length in a fifty seven seater the rate is one thousand four hundred and eighty dollars, which includes the driver for the full day.
CallerThat is within budget. It is Rebecca Hall from Ashwood College.
AgentI have provisionally held a coach for the fourteenth, Rebecca, and texted you the quote, the inclusions and our accreditation details for your school's paperwork.
What happened during the morning peak
- Charter enquiry answered without touching your dispatcher
- Correct vehicle matched to the group size automatically
- Quoted from your rate structure, with inclusions specified
- Coach provisionally held and accreditation documents sent
One number, sorted by urgency
A driver reporting an incident should never hear hold music
Publish one number. Behind it, drivers and incidents bypass everything, charter enquiries reach someone who can quote, and timetable questions never reach dispatch.
Live call being routedOverflow and after hours to the AI agent
Operational peaks
School terms and event seasons drive your phone
Transport call volume follows school terms, event seasons and holiday travel. Volume arrives in blocks, and the blocks land on a dispatch desk you cannot scale up for a fortnight.
An AI agent gives dispatch elastic capacity. Timetable and fare questions handled entirely, charters quoted, and drivers and incidents always at the front of the queue.
Inbound calls across a transport yearshape, not scale
What dispatch can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian school and event calendars. Your own curve depends on your contracts.
It plugs into what you already run
Your phone should know which vehicle is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call arrives with the driver, the vehicle and the run attached rather than just a number.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open booking appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a customer straight from the record in your dispatch or fleet system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian platform for a business where minutes are the product
Plenty of platforms will sell you AI. Very few are Australian owned, hosted and supported, and almost none come from a brand that has been making the communications gear in Australian vehicles since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Desk, pocket and back office
The EVOC2 desk handset where you want something solid to grab, plus real Uniden apps for Windows, Mac, Linux, iOS and Android. Same number, whether you are at a desk or in the vehicle.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions transport operators ask us first
Can drivers and incidents always jump the queue?
Yes, and it should be set up that way. Driver numbers can be recognised automatically and routed straight through, and incident calls can attempt multiple destinations in sequence until a person answers.
That is fundamentally different behaviour from an ordinary business queue, and it is what a passenger carrying operation needs.
Can it quote a charter?
Yes, from your own rate structure. Vehicle type by passenger numbers, duration, distance bands and your inclusions. It can also provisionally hold a vehicle and send your accreditation documents, which schools and community groups always ask for.
Anything unusual gets escalated with the full brief already captured.
Will it reduce load on dispatch?
Substantially, because the majority of inbound calls are timetable, fare and general enquiries that need no operational knowledge at all. Removing those is usually the single biggest productivity gain available.
Your dispatcher then spends the day on the fleet, which is what they are actually valuable for.
What happens when the AI cannot help?
It hands over, and you decide where. Any incident, any complaint and anything contractual can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
We run more than one depot. Does it handle that?
That is where it earns its keep. You advertise one number and we route behind it: by depot, by time of day, by queue, with overflow so a call at a flat out depot rings somewhere quieter instead of ringing out.
Each depot can keep its own greeting and its own direct number as well. Reporting rolls up across all of them, so you can finally compare how each one handles its phone.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on your published timetable and booking numbers and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. Dispatch is never without a working phone path.
Now You're Talking
Give dispatch back to the fleet
Book fifteen minutes. Show us how calls reach dispatch today, and we will show you the version where routine never blocks urgent.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com